IT Technical Service Desk Manager

Status Staffing; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A recruitment agency is seeking an experienced Helpdesk Manager to lead a technical team in Cape Town. The role involves managing enterprise IT environments, overseeing incident resolution, and mentoring staff. Candidates must have ITIL certification and a minimum of 2 years in a leadership position. Competitive salary package offered.

Qualifications

• Strong understanding of backup and cloud-based solutions.
• Proven experience in leading technical teams.
• Minimum of 2 years in a leadership role.

Responsibilities

• Manage and mentor service desk analysts and technicians.
• Oversee technical issue resolution and ensure SLAs are met.
• Implement ITIL workflows for process optimization.
• Craft updates for stakeholders on incidents and resolutions.
• Track KPIs for support services.

Skills

Management of enterprise IT environments

Virtualization

Communication skills

Documentation abilities

Leadership

Team motivation

Technical Tools Knowledge

ITIL practices

Service desk management experience

Education

ITIL certification

Tools

ServiceNow

SCCM

Active Directory

PowerShell

Job description

A recent professional profile photo is to accompany your application.

EMPLOYMENT TYPE : Permanent

SECTOR : IT

BASIC SALARY : R45 000.00 - R60 000.00

START DATE : A.S.A.P / Immediate

REQUIREMENTS :

Technical Expertise (Terminal Server, FSLogix, Office 365, VMware, Veeam, Intune, Microsoft Modern Workplace):

• Experience managing and supporting enterprise IT environments
• Strong understanding of virtualization, backup, and cloud-based solutions
• Communication (Incident Summaries, Legal Documentation, Team Messaging)
• Ability to clearly document incidents and resolutions
• Skilled in creating professional reports and internal communications

Leadership (Team Motivation, Certification Promotion, Escalation Management):

• Proven track record of leading and motivating technical teams
• Experience in handling escalations and driving issue resolution
• Encouraging continuous learning and certification within teams

Tools & Frameworks (ITIL, ServiceNow, SCCM, Active Directory, PowerShell):

• Strong working knowledge of IT service management and automation tools
• Experience with directory services and scripting for task automation

Certifications & Experience (ITIL Certified, Helpdesk Management):

• ITIL certification required
• Minimum of 2 years experience as a Helpdesk Manager or similar leadership role

DUTIES :

Team Leadership & Development :

• Manage and mentor service desk analysts and technicians
• Foster a culture of accountability, recognition, and continuous improvement

Incident & Problem Management :

• Oversee the resolution of technical issues, including AVD, FSLogix, and Office deployments
• Ensure SLAs and OLAs are met, escalating issues when necessary

Process Optimization :

• Implement ITIL-based workflows for ticketing, escalation, and documentation
• Drive adoption of automation tools and self-service solutions

Stakeholder Communication :

• Craft clear, audience-appropriate updates for incidents, outages, and resolutions
• Liaise with internal teams and external vendors to ensure seamless support delivery

Reporting & Metrics :

• Track key performance indicators (KPIs) such as first-call resolution, ticket volume, and customer satisfaction
• Present data-driven insights into leadership to support strategic decision-making